VocaLink: improving efficiency with Lean

For good customer service

it pays to think Lean

Having visited Fujitsu's own service desk in Stevenage, VocaLink chose Fujitsu to assess its customer service operations and identify any key issues and areas for improvement.

Initially, Fujitsu recommended making the service desks structurally more efficient and also enhancing their existing capabilities. “Fujitsu's consultancy helped mature our thinking about how a ‘Lean' approach could improve the efficiency and effectiveness of our customer service operations,” comments Sonia Leighton.

VocaLink is a specialist provider of transaction services to banks, corporate customers and government departments. It processes domestic and international automated payments, which can reach 90 million transactions a day, and provides ATM switching solutions.